Guest Experience Auditor

Summary of Position Provide excellent service to guests throughout their stay. Make reservations, check guests in/out, answer all incoming calls, respond to any guests' requests, and solve issues quickly. Share information about hotel amenities and make recommendations about surrounding area. Requirements Has a minimum one (1) years of customer facing experience. Effective verbal and written communication skills in English. Willing to work weekends and holidays based on business needs. General Responsibilities Stay guest focused and nurture an excellent guest experience. Answer telephone, make reservations, check guests in, check guests out. Act as hotel concierge for guests. Act as communication hub for hotel and guest liaison with other departments. Knowledge of the local area to provide recommendations to guests. Understand and follow all safety procedures. Understand and follow all Guest Services operating procedures. Balance the business day's ledgers, revenues, and payments. Report daily statistics to management. Act as Manager on Duty when working alone. Specific Responsibilities Provide exceptional customer service to all guests. Be proficient in all Front Office equipment such as Property Management System, Key Machine, Credit Card Terminal, and Point of Sale System. Understand and follow hotel's Guest Services accounting procedures for folio charges, payments, cash handling, adjustments, tax exempt and house accounts, Understand and follow hotel's Guest Services operating procedures for safety, security, and operating procedures, Be proficient in Franchise loyalty program to be able to promote, explain and acknowledge members status, Use appropriate greeting and etiquette when answering telephone, Review, acknowledge and accommodate guests' requests where applicable and available, Process new reservations, edits and cancelations within company policies and franchise guidelines. Check guests in and out per company policies and procedures. Inform guests of hotel amenities and policies at check in. Follow and enforce key control policy for guests and associates. Handle guest requests, concerns or complaints professionally and in a timely matter. Provide concierge services including proving driving or walking directions as well as recommend local preferred restaurants for dinning. Communicated with management daily on current available rates. Monitor hotel inventory of guest rooms and communicate with appropriate departments and management regarding out of order rooms, room discrepancies or negative balances. Follow additional operating and accounting procedures for group arrivals. Maintain appropriate inventories of supplies throughout shift for efficient service. Maintain a proper clean and sanitized workspace. Maintain a proper clean and sanitized guest space. Place maintenance work orders and repairs into electronic maintenance system. Maintain and review daily shift log for Guest Services and hotel departments. Maintain courteous and professional communication with other hotel departments, keep all appropriate departments updated with necessary information. Preform property walk(s) to ensure the security and safety all guest. Properly and accurately conduct the audit and accounting functions in a timely manner. Inform management of any unique situations, or unusual developments. Fully understand and be able to perform all duties of Guest Service Agents Perform other duties as needed and requested by management.

Optimum Attributes:

Willing to take responsibility and accountability for the team. Strong attention to detail & ability to multitask. Epitomize professionalism. Determined and motivated to meet and exceed expectations. Reliable, responsible, and dependable Highly developed verbal and written communication skills Motivating team player Active & attentive listener Open with praise; discreet with criticism. Emphatic and tolerant Consistent and influential Rational, prudent, and practical

Performance Standards:

TBD Source:

Hospitality Online